IT Technician - Brevard

Annual Salary: $50,000

POSITION OBJECTIVE: The role of the IT Technician is to assist customers who are experiencing basic or procedural operating difficulty with the use of IT applications, products or services specifically around PC use. Moderate complexity problems are elevated to the HelpDesk Technician II and Complex and/or high priority problems are elevated to IT Specialist for resolution when needed. The IT Technician is responsible to ensure that an effective solution is provided to the user.
ESSENTIAL FUNCTIONS:

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware is restricted to non domain network oriented issues.
• Respond to queries either in person or over the phone.
• Train computer users.
• Respond to email messages for customers seeking help.
• Ask questions to determine nature of problem.
• Walk customer through problem-solving process.
• Install, modify, and repair computer hardware and software.
• Clean up computers.
• Install computer peripherals for users.
• Follow up with customers to ensure issue has been resolved.
• Gain feedback from customers about computer usage.
• Participates in the agency strategic plan and quality improvement processes
• Ability to safely and successfully perform essential job functions consistent with the ADA, FMLA, and other federal, state, and local standards, including meeting qualitative and quantitative productivity standards
• Ability to maintain reasonably regular, punctual attendance consistent with ADA, FMLA and other federal, state, and local standards
• Ability to comply with all personnel policies and procedures

We understand the importance that every provider, parent and employee plays in the success of our mission to protect and inspire every child, every day. An essential function of all employees is to provide excellent customer service by being professional and respectful in all interactions each and every day. It is also expected that all employees are timely and responsive in their communication with others.

NON-ESSENTIAL FUNCTIONS:

• Other duties as assigned

This list of functions is not intended to be exhaustive. The agency reserves the right to revise this job description as needed to comply with actual job requirements.

QUALIFICATIONS:

REQUIRED:

• AS degree in Information Technologies or related field OR
• 1 year experience as a helpdesk technician

PREFERRED:

• Bachelor’s degree in Information Technologies or related field.

SKILLS:

REQUIRED:

• Strong computer skills
• Strong interpersonal skills
• Excellent verbal and written skills
• Skill in customer service via telephone and email
• Aptitude for positive customer service with end-users
• Strong communications skills
• Ability to multi-task
• Ability to maintain confidentiality
• Demonstrate cultural and linguistic competence & sensitivity to population served
• Ability to Travel

SPECIAL CONDITIONS:

• Thorough Background Screening upon hire including FBI, FDLE, Local Law check, Employment Reference check, DMV check, Criminal Records check, Social Security Trace & Drug Screening. FDLE check will be run at least every 5 years.
• On-call assignments- Yes
• Travel between Seminole, Orange & Osceola County
• Travel- local: 25% per week
• Ability to lift and move PC equipment (up to 50 pounds)

PHYSICAL & MENTAL REQUIREMENTS: (N=Needed P=Preferred)

Analyzing (N), Bending-neck (P), Bending-waist (P), Calculations (N),
Carrying/Lifting (N), Climbing (P), Crawling/Crouching (P), Finger Movements (N), Handling Objects (N), Kneeling (P), Pushing/Pulling (P), Reaching (P), Reading & Comprehending (N), Reasoning (N), Sitting (P), Squatting (P), Standing (P), Twisting-neck (P), Twisting-waist (P), Walking (P), Writing (N)

POSITION STATUS: Exempt

Supervision level:
1 = general direction, 2 = direction, 3 = general supervision, 4 = supervision, 5 = close supervision